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Software Support Services

Support services form a key service for software systems, after a custom application is developed; it often becomes a crucial ingredient of a client's business process. It is imperative that the software system be efficiently maintained and any issues swiftly resolved. Additionally, the application(s) must remain functional and ready to adapt to dynamic business opportunities and requirements. Planned software evolution helps ensure your business is not left behind during the rapid technical innovation of these times. Executed support and maintenance procedures give our team valuable knowledge for advising on any software progression that may be helpful for your business processes. User support reveals the opportunity for functionality extension. Based on this knowledge, we are able to keep your business on a good strategy of software evolution.

Code Tree offers support plans for clients who require technical support for defects for any custom software built completely by Code Tree or other third-party resources, as well as research and troubleshooting of software and infrastructure related issues. For systems built wholly or partially by third-party software providers, Code Tree team will design a plan that addresses the unique issues presented by the customized system. In most cases, this translates into substantial cost saving when compared to hiring additional IT resources and maintaining the system and network environment necessary for quality support. Code Tree offers two distinctive support plans to ensure we have the right-sized solution for your company.

Support On-Demand

For budget conscious clients that need access to support but aren't yet positioned to engage at a Full time level, Code Tree offers its Support On-Demand program. This model is intended to satisfy ad-hoc support requests for systems requiring nominal effort and support during business hours.

This solution should typically be for short-term and immediate needs rather than as the ultimate long-term support solution. The benefits include:

  • Dedicated support email address
  • Named resources with the necessary skill set(s)
  • Issue resolution reporting
  • Project management oversight
  • Quick response time
  • Source code and configuration management
  • Secure off-site backups
  • Server support

Full time Support

Code Tree Full time Support program is for clients that need regular service during business hours and occasional off-hour support. Full time support can be for both issue resolution and minor enhancements. Often full time support clients need assistance keeping their applications up-to-date, especially for technology that changes quickly, such as mobile apps. We recommend all clients have full time support for their mission critical systems. The benefits include:

  • Dedicated support email address
  • Proactive support - usage monitoring, capacity planning, log monitoring, proactive alerts and recovery testing
  • Scheduled developer resources - enables timely completion of planned deliverables
  • Same business day response to critical issues
  • Continual software upgrades and performance updates
  • Monthly status reporting
  • Project management oversight
  • Off-hour support
  • Unlimited bug fixes for code developed by Code Tree
  • User support
  • Source code and configuration management
  • Secure off-site backups
  • Server support